In the light of the government’s announcements on transport infrastructure investment across the North, one conspicuous absence was any funding for a Newcastle transport hub which has been described as embarrassing. Newcastle aims to position itself as a modern regional capital in the hope of attracting major investments in culture, employment, and public realm – one of the city’s transport infrastructure, its main coach facility on Churchill Street off St James’ Boulevard stands in stark contrast. Lacking indoor shelter, toilets, staffing or basic passenger information, the site is drawing criticism not only for its shortcomings but for the impression it gives of a city that has, in this case, simply looked the other way.
Recent Google reviews have been damning:
“No indoor seating, no toilet facilities, and no monitor for coach information. Absolutely shocking for Newcastle upon Tyne.
“Station has no services and no staff at night. A young lady travelling on an 11.35 bus to London very scared no security around. Something should be put in place. Not a good impression of the city of Newcastle.
“Awful station, if you can even call it that. So much rubbish, litter, and scattered food. Nowhere to sit and wait. No staff to help with queries. Absolutely horrendous compared to every other coach station in the country.”
The feedback is not isolated. Dozens of comments from users paint a picture of a facility that not only fails to meet modern expectations but actively detracts from the city’s wider ambitions.
“An unwelcoming and isolated place.“
Since National Express ended its lease on the on-site building in 2021, the former waiting room has remained boarded up. Travellers are left outside in all weather, often late at night, with little signage or support. No staff are present. There are no toilet facilities. And for a growing number of passengers, this is their first direct experience of Newcastle.
The North East Public Transport Users Group (NEPTUG) has warned that the coach station, or ‘coach stop’ as it is now officially classified, risks becoming a symbol of civic neglect.
Dr Alistair Ford, chair of Newcastle branch of NEPTUG, described it as:
“a dismal place even on a sunny day.”
He highlighted particular concerns for safety and accessibility during darker hours:
“It’s quite isolated and lacks natural surveillance, making it an unwelcoming and uncomfortable place to wait—especially for lone travellers or vulnerable groups.”
With no live departure boards and only limited street lighting, many passengers report uncertainty about whether they are in the right place, particularly when services are delayed or rerouted.
A gap between infrastructure and identity
The state of the Churchill Street facility jars with Newcastle’s projected image as a dynamic and forward-looking city. The council has invested significantly in other parts of its transport network, including walking and cycling routes, city centre improvements, and infrastructure to support new housing and commercial developments. Yet basic provision for long-distance coach travel—used by students, tourists, and many lower-income passengers—has been allowed to decline.
“People still arrive by coach,” said one local resident, whose visiting relatives recently waited over an hour in the rain;
“What does this say about us as a city? It’s not just inconvenient—it’s embarrassing.”
Coach travel remains vital
For many, particularly those priced out of rail travel or without access to a car, the coach remains a crucial link between regions. Smaller towns and cities, including Sunderland and Middlesbrough, continue to offer sheltered, staffed coach stations. In comparison, Newcastle’s facilities appear out of step.
The City Council did not respond to a request for comment from North East Bylines but in response to The Newcastle Chronicle Live’s recent article on the coach station they said:
“In February 2022, National Express made a commercial decision to withdraw from their lease for the Newcastle coach station. As the lease covered waiting and toilet facilities, and we are not obliged or have the resources to provide these, it meant they had to close. Instead, we agreed a new arrangement to use the site as a coach stop without facilities so the city could continue to be served by this important service. We recognise the importance of inter-city travel to the public and are working with stakeholders as part of our commitment to the future of the coach station.”
What happens next?
Responsibility for the site is currently diffuse. While National Express continues to run services from Churchill Street, it no longer manages the station. Other operators, including Megabus and FlixBus, use bus stops on John Dobson Street by the City Library. It is unclear whether this requires a permit and undoubtedly has an impact on traffic congestion in that part of the city.
NEPTUG has urged the Council to explore solutions—either through refurbishment of the current site, integration with existing hubs such as Haymarket, or inclusion in future development plans. They argue that such investment is not simply about transport logistics, but about pride, safety, and the city’s self-presentation.
Until then, Churchill Street remains the first point of contact with Newcastle for thousands of passengers each year. And for now, the impression it gives is one that few in the city would choose to advertise.
